One workspace for 500+ advocates, replacing 30+ disconnected tools.

Advocates were frustrated. Siloed systems, incomplete channel coverage, 30+ disconnected tools and no data standards made it hard to get a clean, central view of a member, while that member waited on the line.

1. IVR
2. Transfer to advocate
3. Open incident
4. Verify member
5. Open membership
6. Open order & receipt
7. Type into case management
8. Take notes while the member talks
9. Handle an unhappy member
10. Transfer to back office
11. Send notes
12. Email the member

Why it matteredComplexity was costing millions. The longer each call took, the more costly it became, and every conversation is a revenue opportunity.

How might we help advocates quickly find the right information for their task, while answering the member and without interrupting their workflow?

Start where the volume is. The top two call drivers, membership and orders, made up 80% of call traffic, so they set the priority.

Non-disruptive

Never pull focus from the member on the line

Visibility

The right information, surfaced at the right moment

Trustworthy

Data advocates can act on without double-checking

Clear & helpful

Guide the next step, not just display data

I mapped 20 workflows with a TRACE framework (trigger → role → area → change → end goal), and those became the wireframes.

One place for the whole call. A personalized dashboard with quick-create actions, incidents pre-filled from the IVR, member verification with MFA, and membership and order details one click away.

Manual refunds went from 7 steps to 3. Instead of leaving for a separate form, re-typing details and waiting on a generated number, advocates issue an eligible refund from the order page, with the amount calculated for them.

Trade-offThe ideal was live shipment tracking inside the order. We shipped a side panel with tracking details instead, so advocates got the answer now without waiting on new integrations.

Every member detail in one view, built to scale. Contact info, membership management, cardholders, payment methods, and Sam's Cash and savings, organized into tabs that new capabilities could slot into without a redesign.

Handoffs carried annotations, accessibility notes and component references, so what shipped matched the design.

A shift in mindset, not just a system.

Average handling time fell from 12m 04s in January 2022 to 8m 10s in January 2024, with the unified workspace the single biggest contributor.